Senior Manager, Customer Support

Senior Manager, Customer Support

Live events are fun.

Concerts, sporting events, and festivals create memorable lifelong experiences with clients, prospects, partners, friends, and family-and they drive real business impact.

Companies spend more than $600 billion each year on client entertainment. TicketManager is the enterprise platform they trust to source, manage, track, and report on live event tickets and hospitality-while maintaining compliance, control, and visibility across the organization. Built at the intersection of live events, technology, and enterprise operations, TicketManager makes client entertainment easy and measurable. Our industry-leading software supports everything from invitations and event execution to post-event reporting, helping companies clearly prove ROI and strengthen relationships through unforgettable experiences. TicketManager is trusted by thousands of global brands, including Anheuser-Busch, Verizon, American Express, Nike, and Visa, as well as Fortune 500 companies, professional sports leagues, and major organizations such as the NBA, NFL, NCAA, and NASCAR. We're also proud to partner with some of the most iconic teams and venues in sports and entertainment, including the New York Jets, Philadelphia Eagles and Phillies, Capital One Arena, Texas Rangers, LAFC, and Seattle Seahawks, along with more than 50 professional and collegiate teams, franchises, universities, and technology providers.

Why Work at TicketManager At TicketManager, you'll help build technology that brings people together through live experiences-while solving complex, real-world problems for the world's best companies. We're a fast-growing, profitable company that values ownership, collaboration, and excellence, and we're building a team that's passionate about making work impactful and fun. If you're excited about live events, cutting-edge technology, and doing work that truly matters, you'll feel right at home here.

The Role

TicketManager is looking for a Senior Manager, Customer Support to own the day-to-day performance, development, and operational effectiveness of our Customer Support function across general, enhanced, and premium/dedicated support. This leader will oversee our full Support organization and serve as the primary connection between frontline Support and the broader Customer organization. You'll become a deep product and operational subject-matter expert-coaching the team, managing escalations, identifying systemic issues, and partnering cross-functionally to continuously improve how TicketManager supports its customers.

Responsibilities:

• Team Leadership & Development
• Lead, coach, develop, and hold the Customer Support organization accountable, establishing clear performance expectations by level.
• Conduct regular 1:1s, coaching, performance reviews, and development conversations; build bench strength for progression into levels or other roles.
• Partner with People Operations on hiring, onboarding, performance management, promotions, and workforce planning.
• Foster a culture of accountability, urgency, continuous learning, and customer ownership.
• Support Operations & Performance
• Own day-to-day performance of the Support function across general, enhanced, and premium/dedicated support, including staffing, workload distribution, and escalation coverage.
• Own and monitor Support KPIs- SLA attainment, CSAT, response/resolution time, backlog, ticket volume, quality, productivity, and escalation trends.
• Ensure the right work reaches the right level of Support and that escalation paths operate effectively.
• Ensure enhanced and premium support commitments are consistently delivered in accordance with customer expectations and contracts.
• Product & Technical Leadership
• Become a subject-matter expert across TicketManager's ticketing and guest management products, including the workflows performed at each Support level.
• Partner with product experts to stay current on releases, enhancements, and known issues; translate product changes into team training and documentation.
• Identify recurring technical issues and partner directly with Product and Technology on resolution, including opening and managing tickets when needed.
• Customer Service & Escalation Management
• Serve as the management escalation point for complex, sensitive, or high-impact customer issues, stepping into customer conversations when needed.
• Maintain visibility into the health and support experience of enhanced and premium customers; partner with employees on premium/dedicated trends and assurance reviews.
• Identify patterns in customer feedback, complaints, and product friction, and turn insights into actionable improvements.
• Partner with other customer-facing teams when issues extend beyond traditional Support.
• Quality, Training, & Knowledge Management
• Establish and maintain Support quality standards across all levels; own the overall training strategy in partnership all subject-matter experts.
• Ensure new hires receive effective onboarding and reach expected proficiency within established timelines.
• Keep Customer Playbooks, internal documentation, Knowledge Base content, and escalation procedures accurate and useful.
• Use QA reviews, customer feedback, ticket trends, and performance data to identify coaching and training needs.
• Process Improvement & Scalability
• Continuously evaluate Support workflows for opportunities to improve speed, quality, consistency, and scalability.
• Identify repetitive or low-value work that can be automated, moved to self-service, or appropriately shifted other levels.
• Partner with AI, Product, Engineering, and Operations to introduce tools and workflows that improve efficiency and customer experience.
• Lead Support-related operational projects from identification through implementation.
• Cross-Functional Partnership & Reporting
• Serve as the primary operational leader for Customer Support across the broader Customer organization, partnering with Customer Solutions, Implementation, Sales, Product, Engineering, AI, and People Operations.
• Surface recurring customer and product issues to the appropriate internal stakeholders.
• Provide regular reporting to the General Manager on Support performance, trends, risks, staffing, and improvement initiatives.
• Support the GM in workforce planning, organizational design, budgeting, and future Support strategy.

Desired Skills and Experience:

Bachelor's degree required.

7-10+ years of overall customer support/service experience, including 4+ years directly leading and developing a team.

Experience leading a tiered, escalation-based support organization strongly preferred.

Proven track record improving SLA attainment, CSAT, and response/resolution-time KPIs in a fast-paced environment.

Strong coaching, performance management, and talent-development skills.

Comfortable serving as an escalation point for complex or high-impact customer issues, including direct customer conversations.

Experience partnering cross-functionally with Product and Engineering to resolve systemic issues and translate customer feedback into improvements.

Experience with Jira and Confluence for managing cross-functional projects, and maintaining process/knowledge documentation.

Familiarity with support/ticketing platforms, QA/ CSAT tools, and knowledge-base systems, with a data-driven approach to identifying trends.

SaaS software industry experience strongly preferred.

Experience identifying automation or self-service opportunities that help a support organization scale without proportional headcount growth is a plus.

TicketManager Highlights:

Location: Mesa, AZ

Compensation: $1